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Ways to Measure Customer Satisfaction

Ways to Measure Customer Satisfaction

By Samantha Garner, GoForth Institute


Want some tools to measure customer experience? Here are three ways to check how well you're meeting your customers' needs and wants:


Net Promoter Score (NPS)

The NPS is an index that ranges from -100 to 100 that indicates how willing a customer is to recommend a company’s products or services to others. It's calcluated based on answers to the question, "How likely is it that you would recommend our company/product/service to a friend or colleague?"  The NPS divides customers into three categories: Promoters (loyal + satisfied), Passives (satisfied + unenthusiastic), and Detractors (unsatisfied + unenthusiastic).


First Contact Resolution (FCR)

FCR gives an indication of how well you resolve customers’ support requests the first time. This is done by tracking the number of interactions in a case, and optimizing various factors to improve how quickly and efficiently you can resolve issues. Tracking your FCRs helps you see what you can do to keep the average number of interactions low.


Customer Satisfaction Score (CSAT)

CSAT is the average score awarded to your brand according to customer answers on a survey. Typical responses available are:

  1. Very unsatisfied
  2. Unsatisfied
  3. Neutral
  4. Satisfied
  5. Very satisfied

Small businesses use CSAT scores to determine how satisfied customers were with specific products or services.


Samantha Garner is GoForth Institute's Director, Communications.  Contact Samantha by email: samantha@goforthinstitute.com

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